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From back-end infrastructure to personal productivity, Ergo has the knowledge and experience to match technology to all our client requirements. Our strength is understanding your business. The end goal is always the same, to make businesses more agile and competitive.

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Focus on your core business and leave ICT operations and management to the experts. From 24/7 service desk support to managing hybrid clouds, Ergo have the depth and experience to meet the most demanding service level requirements and ensure continuous improvement. 

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IT Resourcing

Competition for talented technology professionals is huge, which is why we make hiring more personal, taking time to match the right people to the right roles. Our technical experience and recruiting know-how help find the perfect fit for both parties.  

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Consultancy Services

Speed of change demands a new generation of digital investments that will drive business enablement and profitability. We support IT leaders, wherever they are on their digital transformation journeys, with our digital assessment methodology. 

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Print and Document Solutions

Our goal is to deliver the best possible print and document service for you, leveraging the latest technologies and innovation to ensure the performance of your print environment is optimised to maximise employee productivity.  We take out costs, add efficiencies, wrap it in end-to-end security and make print integral to digital transformation. 

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Agility is key to business success and the cloud is where to get it. We offer a wide range of cloud services – public, private, hybrid – and provide the best of both worlds by integrating or migrating legacy systems to streamline the way your IT is consumed. 

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Digital Enablement

Ergo provides a clear roadmap for digital transformation with practical steps to make businesses more agile and customer-centric

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Mobility and Collaboration

Ergo has provided many of Ireland’s largest organisations with an ecosystem of mobile applications and collaboration services that drive productivity without compromising on security

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Software Licensing

Businesses struggle to manage software assets and don’t always get the best value. We can help streamline your software purchasing, simplify deployments and maximise your investments. 

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Security, Risk and Compliance

Risks around cyber security and data protection are an ever-increasing challenge for businesses. We provide security lifecycle management, from perimeter testing and threat analysis to mitigating the impact of a breach. 

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Microsoft Technology Specialisations

With the largest team of Microsoft IT professionals in Ireland – including two Most Valuable Professionals our expertise spans a comprehensive portfolio of products/services

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Ergo Careers

Service Delivery Manager (MS Dynamics / CRM)


The CRM Service Delivery Manager will be primarily responsible for managing the delivery and support of CRM services to key stakeholders and users. The role will report directly to the Head of ICT and will specifically be accountable for day-to-day management of 1st and 2nd level support of CRM services and management of a third-party vendors delivering 3rd level support and enhancement services. Furthermore, the role will be responsible for the delivery of enhancement projects to the existing platform.

The Role Will:

  • Manage the delivery of CRM support services to relevant Business Divisions.
  • Manage the delivery of major and minor enhancement projects to the existing enterprise platform.
  • Manage a third-party Technical MS Dynamics CRM vendor including:
  • Agree and manage SLA’s for day to day operational support.
  • Agree and manage change request scope, estimates, timelines and budgets
  • Manage the ICT CRM Service Delivery Team, consisting of CRM Support Specialist; CRM Technical Lead and other project dependent personnel.
  • Report to Head of ICT and senior management; providing regular service reports on service and project metrics.
  • Engage with relevant Business Divisions to ensure business processes and requirements are agreed to a sufficient quality for implementation.
  • Ensure quality delivery of solutions – overseeing the management of testing cycles when appropriate.
  • Planning and backlog management.
  • Accountable for Technical Design & Architecture of the CRM Ecosystem and ensuring it is fit for purpose
  • Accountable for incident management, service request management; change management and releases processes associated with CRM service delivery
  • Accountable for CRM and related software license management.
  • Accountable for CRM security and users access management.
  • Ensure suitable project management methodologies are applied to delivery.
  • Manage delivery of Finance System (Integra) and HR System (CoreHR) services.
  • Oversee the delivery of major and minor enhancements by the vendor.

Required Skills:

  • Service Delivery Management experience in enterprise applications related projects, specifically utilizing Microsoft Dynamics CRM on premises and Microsoft Office 365
  • Stakeholder management; excellent influencing and presentation skills and ability to engage and influence senior management and executives
  • Experience of organizational/ Business Change Management activities and user adoption
  • Vendor Management of external third part delivery suppliers, including SLA management
  • Team and People management
  • ITIL processes for service design, transition and operations
  • Excellent verbal and written skills
  • Minimum of 12 years of IT experience with at least 3 years in a management role
  • Experience in Project Management and/or Business Analysis is a distinct advantage
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